F.O. Guest Services Guest Relations - Hotel Operational Standards Manual

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DIVISION: ROOMS 

DEPARTMENT: CONCIERGE / GUEST SERVICES 

SUBJECT: GUEST RELATIONS

Guest Relations Be the host/hostess and key customer contact employee Look after the needs of all the guests and expedite their requests Ensure no guest leaves the hotel without looking forward to returning Deal with compliments, complaints and criticism in a positive manner Anticipate guest needs whenever possible to enhance service Monitor guest’s comments and questionnaires and react to shortfalls to ensure guest satisfaction is achieved through follow up and complete guest recovery. Promote sales within the hotel and RF Hotels VIP treatment to be extended where appropriate

 

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